Updated: Feb 16, 2019
A customer facing team was not meeting the growing demands of the organization. The results were inconsistent service levels and unhappy customers that on occasion resulted in revenue lost. Moreover, the team that was trying their best experienced burn-out from being over booked and suffered low morale.
Turn-around efforts included:
Conducted a SWOT analysis of the team and established mutually agreed upon Service Level Agreement.
Worked with Sales team for earlier booking and planning, providing more notice time.
Created a booking template to anticipate equipment and staffing needs.Hired of a pool of on-call staff that were pre-trained and ready for deployment.
The reallocation of staff assigned to either day and night shifts to prevent burn-out and overtime.
Created a customer engagement model to include pre, during and post-event check-ins for greater communication and expectation management.Publicized and measured the Service Levels.
The results were a complete turn-around of the function, a happy Sales team, improved morale and work-life balance for the service team, and happy customers who were delighted with their hands-on services.